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Indiana Independent Brings FRESH PERSPECTIVE To Vending By Adrienne Zimmer, Contributing Editor ReFresh Facility Services launched into vending and grew to more than $2.5 million in annual revenue by focusing on the people, the product and the process. ompanies and their leaders are oftentimes faced with oppor- tunities masked as challenges. For Jack Brown of Northwest Indiana-based ReFresh Facility Services, one of those moments came in 2011 when he debated add- ing vending to his janitorial-service company. Investing into a new ser- vice would mean changing the face of ReFresh and bringing in vending would mean adding food to a primar- ily soap and cleaner product base. At the same time, the economy was just barely recovering from the Great Recession and generations-old vend- ing companies were divesting. Despite the challenges ahead, Brown and ReFresh jumped headfirst into the industry with a new perspec- tive and desire to create a unique vending experience for customers — and they haven't looked back. Since the company's expansion in 2011, ReFresh has become tough competition in the Indiana market. The company introduces only new vending machines and was one of the first in its area to go 100 percent cash- less. It has grown to more than $2 million in annual revenue by focus- ing on the customer, making strategic investments and always being open to change. Expand with vending ReFresh Facility Services, Inc., for- merly EAGLE USA, began in Por- tage, IN, in 1994, focusing solely on janitorial services such as daily sanitation, floor and window clean- ing and restroom supplies. While providing janitorial service at several locations, Brown, CEO of ReFresh, began noticing the vending machines and coffee service in the breakrooms. He believed it was a service he could also provide. "I read an article about the process of entering the vending business and I just knew it would be a great addition to our company," said Brown. "But I didn't just want to be another vending operation." In his janitorial service, Brown made a point to always provide rea- sonable expectations and then over- deliver to his clients on that promise — and that is the mentality he brought to vending, too. This meant invest- ing in new vending machines, to give his customers a seamless, hassle-free interaction when purchasing prod- uct. He traveled with Gary Joyner, an industry consultant, to Des Moines, IA, to visit vending machine manufac- turer Federal Machine Corp. (a divi- sion of the Wittern Group.) "When it came to entering another segment, C Route drivers are an integral part of ReFresh Facility Services' success as they run routes for vending, micro markets and office coffee service. 38 Automatic Merchandiser VendingMarketWatch.com February/March 2017 O P E R A T I O N P R O F I L E